IT Delivery Manager

Toast

3h•$87,000 - $178,000•Hybrid

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. We are seeking an experienced Manager, IT Delivery to serve as the strategic execution engine for the Information Technology department. This is a hybrid player-coach role that combines strategic program management with hands-on delivery and process optimization. This role will own the planning, coordination, and delivery of high-visibility, cross-functional initiatives across IT operations teams. You will act as the primary liaison between technical teams and business stakeholders, reducing the need for senior leadership to manage complex, multi-team issues day-to-day. This role is critical in transforming IT into a coordinated, data-driven department by focusing on operational excellence and user adoption.

Requirements

5+ years of IT program delivery and enterprise system change management experience, preferably in large enterprise environments of 7000+ users, with a diverse SaaS tech stack. (e.g., Okta, Sailpoint, ServiceNow, )
Demonstrated ability to successfully lead and coordinate cross-functional teams and drive enterprise-wide initiatives without direct functional authority over project resources.
Strong fluency in various delivery methodologies (Agile, Waterfall, Kanban).
Experience with IT intake and ticketing systems (ServiceNow, Jira) and a strong understanding of ITIL or general IT service design principles.
Exceptional written and verbal communication skills with the ability to translate complex technical jargon into clear business value for external stakeholders.
Highly organized with strong analytical skills to define success metrics, track program outcomes, and identify root process issues.

Nice To Haves

Experience with identity governance systems (e.g. SailPoint, Okta).
Background in IT service management or IT business operations.
Experience with business intelligence or data analytics tools (Snowflake, HEX, Power BI) to build executive dashboards.
ISM, ITIL, or similar certification strongly preferred.

Responsibilities

Lead end-to-end execution of complex, multi-team IT initiatives, including but not limited to SailPoint deployment, UAR program coordination, Software Asset Management (utilization tracking, Procurement & Contracting), Major system migrations and integrations.
Work closely with all IT teams to track major roadmap items, provide regular metrics and status reports on team capacity and deliverables.
Drive end-user adoption and manage the overall IT user experience. This includes developing and executing enablement strategies, creating training programs, publishing release notes, and maintaining a centralized documentation repo for the enterprise tech stack.
Define success metrics for IT programs and build dashboards to track enterprise-wide impact, program success, and customer support trends. Provide regular executive reporting on status, risks, and business value realization.
Act as the primary point of contact between IT domains (Systems, Security, Infrastructure) and external business departments to ensure project alignment and translate technical initiatives into clear business value.